Open to opportunities

Deepak Sharma

@deepaksharma7

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Results-driven Workforce Management Specialist optimizing efficiency and performance.

India

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What I'm looking for

I am looking for a role that challenges my analytical skills and allows for career growth in a dynamic environment.

I am a results-driven Workforce Management (WFM) Specialist with a strong background in resource planning, scheduling, forecasting, and performance optimization. My expertise lies in utilizing advanced tools such as Power BI, MS Excel, and various WFM software to enhance workforce efficiency and service levels. I thrive in collaborative environments, working closely with cross-functional teams to align workforce strategies with business objectives and drive process improvements.

Throughout my career, I have successfully developed and executed workforce planning strategies, leveraging historical data to optimize staffing and scheduling models. My role as a Senior Analyst at Concentrix + Webhelp India has allowed me to create KPI reports and performance dashboards that provide actionable insights for enhancing operational productivity. I am passionate about using data analytics to monitor real-time performance metrics and ensure adherence to service level agreements, ultimately contributing to improved service delivery.

Experience

Work history, roles, and key accomplishments

Current

Senior Analyst - Workforce Management

Current

Concentrix + Webhelp India Private Limited

Sep 2022 - Present (2 years 9 months)

Develop and execute workforce planning strategies, optimizing staffing, forecasting, and scheduling models to improve service levels. Create KPI reports and performance dashboards using Power BI and Excel, while monitoring real-time performance metrics to ensure workforce efficiency.

Workforce Planning Forecasting Scheduling Power BI MS Excel Performance Metrics Data Analysis

WFM Analyst - Resource Planning

Concentrix + Webhelp India Private Limited

Aug 2020 - Nov 2022 (2 years 3 months)

Conducted real-time workforce monitoring and designed staffing models based on business needs. Managed forecast uploads and workforce utilization reports while maintaining WFM tools for data accuracy.

Workforce Management Forecasting Process Optimization Reporting

MIS & Reporting Analyst

OYO Rooms

Jan 2020 - Jul 2020 (6 months)

Conducted data analysis and compliance audits to maintain data integrity. Developed business insights reports to support decision-making and operational improvements.

Data Analysis Reporting Quality Assurance

Senior Associate - Customer Operations

Zomato Media Private Limited

May 2018 - Sep 2019 (1 year 4 months)

Managed customer inquiries and complaints, enhancing customer experience. Monitored food order quality and collaborated with vendors for issue resolution.

Customer Service Customer Experience

Senior Associate - Back Office

FIS Global Services

Nov 2016 - May 2018 (1 year 6 months)

Provided client support and billing solutions while analyzing customer feedback to drive service improvements. Assisted in data entry and back-office operations.

Client Services Billing Customer Feedback Data Entry Back Office Operations